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DTC Retention Specialist

1 month ago

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Job DescriptionJob Description

COMPANY OVERVIEW:

Founded in 1989, United Automobile Insurance Company is an innovative and established organization looking for a Direct-to-Consumer Retention Specialist to join our team. Family-owned, UAIC, is one of the largest privately held property and casualty insurance companies in the United States. The key to our growth and success is a commitment to providing quality service to our agents and customers, by providing disciplined underwriting, and strategic claims handling. Our ongoing efforts to invest substantial resources in personnel and technology are the foundation of our promise of assuring maximum efficiency and specialized operations in the industry. We are proud that our independent agents and customers have recognized our dedication by making UAIC the market leader in every state where we conduct business.

SCOPE:

The Direct-to-Consumer Retention Specialist plays a pivotal role in maintaining and enhancing the loyalty of our valued policyholders. This position is dedicated to proactively engaging with customers, addressing their concerns, and providing tailored solutions to ensure their satisfaction and continued commitment to our company. The specialist will analyze customer data to identify trends and potential reasons for cancellations, implement targeted retention strategies, manage policy renewals, and collaborate with internal departments to resolve complex issues. By tracking and reporting on retention metrics and customer feedback, the specialist will provide valuable insights to senior management, contributing to the continuous improvement of our retention efforts. This role requires excellent communication skills, a customer-centric approach, and the ability to build strong relationships with policyholders. This position offers a remote work arrangement, allowing the ideal candidate to work from their preferred location within the Southeast region.

DUTIES:
 

  • Act as the main point of contact for policyholders, addressing inquiries, concerns, and service requests promptly and professionally.
  • Develop and maintain strong relationships with customers through regular communication and personalized service, ensuring they feel valued and heard.
  • Act as the primary contact on consumer request cancellation calls, providing guidance and alternatives to discourage customer cancellations.
  • Ensure all communications are clear, empathetic, and solution-focused, enhancing the overall customer experience.
  • Analyze customer data to identify trends and potential reasons for policy cancellations. Utilize this data to develop insights and inform retention strategies.
  • Implement targeted retention strategies in collaboration with management to reduce policyholder attrition and enhance customer satisfaction. This may include special offers, loyalty programs, and personalized communication plans.
  • Conduct proactive outreach to at-risk policyholders to address concerns before they lead to cancellations, offering tailored solutions and incentives to retain their business.
  • Liaise with internal departments such as underwriting, claims, and customer service to resolve complex issues and provide comprehensive solutions to policyholders.
  • Efficiently manage and resolve escalated customer complaints, ensuring a high level of customer satisfaction and loyalty.
  • Ensure timely follow-up on all customer interactions to confirm resolution and satisfaction.
  • Manage the renewal process for existing policies, ensuring timely communication and processing to avoid lapses in coverage.
  • Regularly review policyholder accounts to identify changes in circumstances that may qualify them for additional discounts or better rates, encouraging policy renewals.
  • Develop and communicate renewal incentives to policyholders, highlighting benefits and added value to encourage continued loyalty.
  • Track and report on retention metrics such as retention rates, cancellation reasons, and customer feedback to identify areas for improvement.
  • Collect and analyze customer feedback to understand pain points and areas where the company can enhance the customer experience.
  • Provide regular updates and insights to senior management on retention performance, highlighting successful initiatives and areas needing attention.
  • Recommend and implement process improvements based on performance data and customer feedback to continuously enhance retention efforts.
  • Stay up to date with industry trends, company policies, and product knowledge to effectively address customer inquiries and concerns.
  • Work closely with marketing, product development, and customer service teams to align retention strategies with broader company goals and initiatives.
  • Ensure all retention activities comply with relevant regulations and company policies, maintaining the highest standards of integrity and professionalism.


EDUCATION:
 
  • Bachelor’s degree in business administration, Marketing, Communications, or a related field preferred.
  • Equivalent work experience in customer service and sales within the insurance or financial services industry also considered.
  • 440 License required.

SKILLS & EXPERIENCE:
  • 2+ years’ experience working in a customer service or sales position, preferably within the insurance or financial services industry.
  • Exceptional customer service skills, with the ability to handle inquiries and complaints professionally and empathetically.
  • Strong verbal and written communication skills, with the ability to convey information clearly and effectively.
  • Ability to analyze customer data to identify trends, understand reasons for cancellations, and develop targeted retention strategies.
  • Strong negotiation skills to present alternatives and persuade customers to retain their policies.
  • Effective time management skills, with the ability to handle multiple tasks and prioritize responsibilities.
  • High level of accuracy and attention to detail in managing customer accounts and processing renewals.


BENEFITS:

  • 401(k) Retirement Savings Plan with employer match.
  • Comprehensive Medical, Prescription Drug, Vision, and Dental Insurance
  • Paid Time Off, Holidays, and Leave programs.
  • Flexible spending accounts
  • Basic Life Insurance and Voluntary Life/ADD
  • Voluntary Short Term and Long-Term Disability


Please note that the salary range listed is an estimate provided by the job board and might not align with accurate information. The actual salary for this position may vary based on experience and qualifications. Candidates are encouraged to discuss compensation during the interview process.


UAIC is an Equal Opportunity Employer and is committed to the principle of equal employment opportunity for all employees. All employment decisions at UAIC are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, or belief, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. 

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